Totally hopeless

I have contacted Vodacom on the 30 June 2024 to request a move to a lower option plan due to affordability as when u upgraded my contract last year I had not been advised it is was to an open line. The agent I dealt with said that from July the pricing would change now last week I get a call to say the line is still open and that the migration request was canceled I didn't cancel anything I keep advising vodacom that I can no longer afford the higher open plan but instead of assisting they want to keep me on this higher plan anf then they try to migrate me to an even higher option. since I have taken this contract Vodacom been a nightmare to date they have the incorrect number listed as the main number.